Plus Care London aims to provide an unrivalled service to our clients and expects Approved Centres to answer promptly any complaints about the training services they are providing. Where a person leaves voicemail messages or sends an email Approved Centres must aim to respond within one working day.
Plus Care London also recognises the importance of dealing with complaints in a professional manner. Approved Centres must therefore ensure that complaints are dealt with seriously; ensure that complaints are dealt with as soon as possible; investigate the complaint and respond within one week; and ensure the complaint is kept on record.
Where longer time is required to undertake further investigation the complainant must be advised of the timescale. Where an Approved Centre is unable to resolve a complaint relating to provision of training services through Plus Care London they should contact the External Quality Assurance Moderation Team with full details.